Italian-Speaking Customer Care Agent

Woola Travel and Tours; Metro Manila; On-site; PHP 335,000 - 469,000; Full time

Benefits offered by this job

Health insurance

Training programme

Career development

Bonuses and incentives

Travel discounts

Flexible scheduling

Team-oriented environment

Job summary

Woola Travel and Tours seeks a dedicated Italian-speaking Customer Care Agent in Metro Manila to deliver exceptional service to our Italian-speaking clients. The role requires handling inquiries, bookings, and travel information with professionalism and empathy.

You will collaborate with team members, maintain accurate records, and strive to meet performance targets while representing the company’s values and standards.

Qualifications

• Fluent Italian-speaking customer service knowledge.
• Good command of English; multilingual is a plus.
• Experience in contact centre or travel/tourism support preferred.

Responsibilities

• Handle inbound and outbound calls with Italian-speaking clients.
• Assist customers with bookings, itineraries, and inquiries.
• Resolve complaints promptly and professionally to ensure satisfaction.
• Process bookings, payments, and cancellations using company systems.
• Provide product knowledge and tailored recommendations based on customer needs.
• Document interactions and maintain detailed records in the CRM.

Skills

Italian language fluency

English proficiency

Customer service experience

Tools

CRM software

MS Office

Job description

About us

Woola Travel and Tours is a dynamic and innovative travel company dedicated to creating unforgettable experiences for our clients across the globe. With a passion for exploration and a commitment to exceptional customer service, we specialise in curating bespoke travel packages and providing comprehensive travel solutions. Our team is driven by a shared vision to make travel accessible, enjoyable, and memorable for every customer we serve.

About the role

We are seeking a dedicated and multilingual Italian-Speaking Customer Care Agent to join our customer service team at Woola Travel and Tours. This is a full-time position based in Metro Manila, where you will play a vital role in delivering outstanding customer support to our Italian-speaking clientele. As a Customer Care Agent, you will be the voice of our company, providing timely assistance, resolving customer inquiries, and ensuring every interaction reflects our commitment to excellence. Your ability to communicate fluently in Italian whilst maintaining professionalism will be essential to building strong relationships with our customers and enhancing their travel experience.

Key responsibilities

• Handle inbound and outbound customer calls in Italian with professionalism and courtesy
• Assist customers with travel inquiries, bookings, itinerary modifications, and general travel information
• Resolve customer complaints and concerns promptly and effectively, ensuring customer satisfaction
• Process travel bookings, payments, and cancellations accurately using company systems
• Provide product knowledge and recommendations to customers based on their travel preferences and requirements
• Document all customer interactions and maintain detailed records in the company database
• Follow company protocols and procedures whilst maintaining the highest standards of customer service
• Collaborate with team members and other departments to ensure seamless customer experiences
• Meet performance targets including call quality, customer satisfaction ratings, and productivity metrics

What we’re looking for

• Fluent Italian language skills with excellent verbal and written communication abilities
• Proficiency in English; additional languages are advantageous
• Proven experience in a customer service or call centre environment, preferably in the travel or tourism industry
• Strong problem-solving skills with the ability to handle customer concerns calmly and professionally
• Excellent organisational and time management abilities
• Proficiency with computer systems, customer relationship management (CRM) software, and MS Office applications
• High level of patience, empathy, and interpersonal skills
• Ability to work in a fast-paced environment and meet performance targets
• Strong attention to detail and accuracy in data entry
• Availability to work in shifts, including weekends and public holidays as required

What we offer

• Competitive salary package commensurate with experience and qualifications
• Comprehensive training programme to ensure you are fully equipped to represent Woola Travel and Tours
• Opportunities for career development and advancement within the company
• Supportive and collaborative team environment
• Employee benefits including health insurance and wellness initiatives
• Performance-based incentives and bonuses
• Flexible scheduling options where possible
• Access to travel discounts and exclusive offers